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BUSINESS ANALYST

TESTING & SYSTEM ADMINISTRATION (TSA)

FIRSTBANK PR

Our Company

At FirstBank PR, we strive to be trusted advisors to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

The Business Analyst is in charge of the administration and daily monitoring of the Systems that support branches, call centers, operational areas and Electronic Banking Channels. Is responsible for the systems support, configuration, maintenance, upgrades and business requirements of all channels and systems. Monitors the day-to-day operations and is responsible for the systems performance, uptime and availability. Escalates systems failures or any other situation that may impact the operations to the next level of support, while maintaining the users and management informed on the progress until final resolution. Acts as a Subject Matter Expert (SME) to provide recommendations for systems improvements and operational efficiencies. May need to be on call 24/7 and ot her duties, as appropriate or assigned. Flexible rotation schedule may apply.

What You’ll Need to Succeed

• Daily Systems and Electronic Banking Channels validations, troubleshooting and escalations to support areas and vendors. Will follow up all involved parties and maintains the users and management informed on the progress until final resolution.

• Ensures system downtime reports and equipment inventory are properly maintained.

• Performs troubleshooting as required. As such, leads problem-solving efforts often involving outside vendors and/or other support personnel.

• Maintain systems updated with new OS or software upgrades and new hardware implementations, while working with vendors to assist on support activities.

• Will support management with operational reports related to Systems administration, Electronic Banking Channels, areas KPI’s and metrics.

• Provides systems or channels requirements for upgrades or modifications aligned with Business Units needs to ensure the applications meet the users' requirements.

• Supports the testing teams in relation to System or Electronic Banking Channels knowledge.

• Support SCR management, follow up and track until final resolution.

• Support project management on projects related to Systems and Electronic Banking Channels.

• Ensure that Systems and Electronic Banking Channels have adequate backup and recovery policies.

• Support patch management process and ensures that process does not affect the systems, channels or the operations.

• Support System and Electronic Banking Channels contingency strategy planning and exercises.

• Collaborates in project directions and schedules to maximize benefits and minimize impacts on the customer organizations.

• Stays current with technological developments in systems administration technology and recommends ways to take advantage of new technology.

Competencies

The competencies detailed below are the behaviors to be exhibited by the incumbent while performing his/her duties as relates to our corporate values, culture and philosophy.

• Team work orientation

• Language - Excellent verbal and written communication skills in both English and Spanish. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Mathematical skills - Ability to work with basic mathematic concepts such as addition, subtraction, multiplication, division, percentages etc.

• Reasoning - Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

• Innovation - Generates suggestions for improving work; develops innovative approaches and ideas; and meets challenges with resourcefulness.

• Planning/Organizing - Prioritizes and plans work activities; plans for additional resources; and sets goals and objectives

• Initiative - Undertakes self-development activities; Seeks increased responsibilities; and asks for and offers help when needed and works well under pressure.

• Interpersonal skills, excellent presentation skills and customer service.

• Strong knowledge of MS Office (Word, Excel, PowerPoint)

What You’ll Need

Bachelor’s degree and 1 to 3 years of experience in systems administration or banking industry. Excellent verbal and written communication skills in both English and Spanish.

Or the equivalent combination of Education and Experience needed to be able to perform the functions of this job.

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER